JP2012028833A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system, capable of adjusting callback time, calling party, and sequence according to a condition and business desired by a caller, when an operator cannot handle an incoming call.SOLUTION: When an idle operator terminal does not exist, a private bureau exchange 4 connected to a telephone network 2 reproduces guidance requesting a telephone terminal 1 originating a call to input necessary callback information, including a desired calling number to receive a desired callback, a desired calling date, a desired time zone, and a parameter representing a business type. The necessary callback information input through the telephone terminal 1 and a priority set on the basis of the parameter representing the business type included in the necessary callback information are stored in an overflow call management database 7. The stored information is classified on the basis of the desired calling date and the desired time zone. When the corresponding desired calling date and the desired time zone arrive, a callback to the desired calling number is made in order of priority from the highest, among the corresponding overflow calls.

Description

  The present invention relates to a call center system that automatically manages and controls incoming calls from outside lines, and in particular, when an incoming call overflows and an operator cannot handle it, a caller's desired conditions and requirements for the overflow call It is related with the call center system which makes it possible to adjust the time of calling back, a transmission destination, and an order according to the.

  Electric power companies have traditionally set up customer centers as part of improving customer service. In this customer center, a plurality of operators are waiting, and if there is a call from a customer regarding a question or trouble, a free operator will respond to this, but if there is no free operator, the guidance is played back. Then, the customer waits until the operator becomes available or repeats the call.

  In addition, a configuration is also adopted in which when an operator's vacancy occurs, a call back is made from the operator side to connect the caller's telephone and the vacant operator so as to respond to the customer's requirements. As such a callback system, various configurations are considered. For example, as shown in Patent Document 1 below, when there is no available operator terminal when a call is made from a telephone, Numbers are stored in the waiting call management table in the order in which they are received, guidance is played back to the telephone that made the call later, and when the operator terminal becomes available, the telephones are stored in the order stored in the waiting call management table. When the operator terminal is not available, as shown in Japanese Patent Application Laid-Open No. 2003-22883, the operator is notified of the expected waiting time, and the desired recall time zone input by the user A configuration is conceivable in which information indicating the above is registered in the recall management table and the user is called in the desired time zone.

JP 2008-17129 A Japanese Patent Application Laid-Open No. 2008-219764

  However, in the case where the former is not accompanied by a callback, the customer is forced to continue to wait until the operator is connected to the telephone, or to wait for a while and retry the telephone call. In particular, on the business day after the holiday, telephone calls to the customer center may be concentrated. In such a case, there is a problem that the customer cannot connect to the operator even if the customer calls again.

  In the latter case, it is necessary to wait near the caller's telephone until there is a vacancy in the operator or a call is received in the desired time zone. There were many restrictions on customers, such as being unable to leave. In addition, when a call is re-called from the call center side, it is necessary to make a call if the customer is not near the telephone from which the call originates, and there is an inconvenience that the operator's work is wasted.

  In addition, depending on the contents of the customer's business, it may be necessary to respond in preference to other projects. The case where it becomes impossible to respond properly. For example, the level of urgency required by customers differs depending on whether the business is related to a power outage or equipment failure, and if it is related to contracts or meter reading, etc. For some customers, inconvenience due to delays in response increases, and the waiting time is longer than that for customers who are not so urgent, and the degree of feeling that it is difficult to connect is increased.

  The present invention has been made in view of the circumstances as described above, and when an operator cannot immediately respond to an incoming call from a customer, a condition such as a standby location and a desired time zone desired by the caller The main problem is to provide a call center system that can adjust the call back order according to the urgency of the business.

  In order to achieve the above object, a call center system according to the present invention includes a private branch exchange connected to a telephone network, an operator terminal connected to the private branch exchange, and an overflow call management database storing information on overflow calls. The private branch exchange includes an outgoing / incoming control means for controlling outgoing / incoming calls between the telephone connected to the telephone network and the operator terminal, and a telephone for obtaining the telephone number of the caller. Number acquisition means, and automatic call distribution means for determining whether or not there is an available operator terminal among the operator terminals and connecting an incoming call to any of the available operator terminals when it is determined that there is an available operator terminal. When it is determined that there is no free operator terminal, the desired call number for which callback is desired for the telephone that has made a call, Guidance playback means for playing back a guidance requesting input of callback necessary information including a parameter indicating the desired outgoing date for requesting a callback, a desired time zone for requesting a callback, and a type of business, via the telephone The overflow call stored in the overflow call management database as the information related to the overflow call for each overflow call with the input callback necessary information and the priority set based on the parameter indicating the type of the message in the information. Reference is made to information storage means and information related to the overflow call stored in the overflow call management database, and the overflow call management is performed by distributing each overflow call according to the desired outgoing date and the desired time zone. Table creation means for creating a table, and the corresponding overflow call when the desired desired outgoing date and desired time zone arrive Based on the information on the overflow call stored in the management table, the desired call numbers of the corresponding overflow calls are transmitted in the order of the overflow calls having the highest priority, and the corresponding telephone and the operator terminal in charge are connected. It is characterized by comprising callback means.

  Therefore, when an overflow call occurs, the desired call number for which a callback is desired, the desired call date for which a callback is desired, and the desired time zone for which a callback is desired are made by the guidance reproduction means for the telephone that has made a call. And the guidance requesting the input of the required callback information including the parameter indicating the type of the business is played, and when the caller inputs the required callback information via the telephone of the caller accordingly, the input is performed. The necessary callback information is stored in the overflow call management database by the overflow call information storage means together with the priority of the overflow call. Then, the table creation means refers to the information on the overflow call stored in the overflow call management database, and sorts the overflow calls with those having the same outgoing date and time zone for which the callback is desired. In addition, an overflow call management table in which overflow calls having the same time zone are aggregated is created. After that, when the corresponding outgoing date and time zone arrives by the callback means, refer to the information on the overflow call stored in the corresponding overflow call management table, and the request corresponding to the order of the overflow call with the highest priority. A call is made to the calling number and the corresponding telephone is connected to the operator terminal in charge of the call.

  For this reason, the customer who made the call can receive a callback from the private branch exchange to the desired telephone (cell phone or landline) later on the desired call date and time zone. No need to wait nearby. Also, from the call center side, the customer calls back to the phone with the phone number desired by the customer on the date and time of the call desired by the customer, making it easier to connect with the customer and reducing unnecessary work to be repeated. It becomes. Also, if there are multiple overflow calls on the date and time of the call that the customer desires, the order of connection with the operator terminal in charge of the call is determined according to the priority (emergency) of the message. It is possible to respond in an appropriate order according to the case, and it is possible to quickly respond to a customer who has a requirement that requires immediate action.

  Specifically, priority is given to requests related to power outages and equipment breakdowns, followed by requests related to relocation / agricultural electricity reception, payment (collection) requirements, distribution facilities requirements, contract / price menu requirements, It is recommended that the priority is lowered in the order of the matters relating to meter reading, and the overflow calls with higher priority are sequentially handled.

  In particular, a power outage information database storing a power outage information list including telephone numbers of customers in the power outage area is further provided in order to deal with the business related to power outages and equipment failures, and the parameter indicating the type of the business -If the private branch exchange includes a parameter assigned to a requirement relating to a failure of a power facility, the private branch exchange is assigned to a requirement relating to the failure of the power failure / power facility as a parameter indicating the type of the requirement. When it is determined that the parameters are set, referring to the power outage information database, the telephone number of the caller or the desired transmission number is included in the power outage information list telephone number. The power failure information determination means for determining whether the caller's telephone number or the desired transmission number is included in the power failure information list by the power failure information determination means. When it is determined that the caller's telephone number or the desired caller number is not included in the power failure information list, the priority is set higher than that when it is determined that the caller is not included in the power failure information list. The priority adjustment means may be further included.

  If the request is related to a power outage / power equipment failure and the caller's phone number or desired call number is included in the power outage information list, damage due to the power outage or equipment failure is expected. Therefore, it is necessary to take immediate action to reduce such damage. By adopting the configuration as described above, the telephone number of the caller or the desired call number is included in the power outage information list. If it is not included in the power outage information list, the priority will be higher, so that the operator terminal will give priority to other overflow calls on the desired outgoing date and time zone as the standby telephone desired by the customer. It will be connected, and it will be possible to respond quickly.

  Further, in order to deal with the business related to payment, the customer account database further storing customer information including the telephone number of each customer, the presence / absence of payment reminder, and the scheduled date of electricity stoppage. In the case where the parameter indicating the payment includes the parameter assigned to the payment-related item, the private branch exchange sets the parameter assigned to the payment-related item as the parameter indicating the type of the item. If it is determined that the telephone number of the caller or the desired transmission number matches the telephone number that is the subject of payment prompting, the customer ledger database is referred to. And the phone number of the caller or the phone number for which the desired call number is a payment reminder object by the reminder object judging means. If the caller's phone number or the desired caller number is determined not to match the phone number subject to payment prompting, the priority is given. You may make it further have the 2nd priority adjustment means which sets a degree high.

  If the request is related to payment, if the caller's phone number or the desired call number matches the phone number subject to payment prompting, contact to avoid or eliminate the suspension of power transmission Therefore, prompt response is required for such customers, but by adopting the configuration as described above, the telephone number of the caller or the desired call number is If it matches the phone number subject to payment reminder, the priority will be higher than if it does not match the phone number subject to payment reminder. The operator terminal is connected to the standby telephone desired by the customer in preference to the overflowing call, so that it is possible to respond quickly.

In particular, the second priority adjustment means described above may be configured such that when it is determined that the telephone number of the caller or the desired caller number matches the telephone number that is the subject of payment prompting, Means for determining whether or not the scheduled stop date has passed or is close to the scheduled stop date, and when it is determined that the scheduled stop date for electricity has passed or is close to the scheduled stop date In addition, the apparatus may further include means for setting the priority higher than when it is determined that the scheduled stop date of electricity has not elapsed and is not closest to the scheduled stop date.
If the caller's phone number or the desired call number matches the phone number subject to payment prompting and the scheduled stop date of electricity has passed or is close to the scheduled stop date, stop power transmission. Since the request to avoid or cancel becomes more urgent, it is possible to respond with priority in particular among the payment prompting targets.

  The table creation means described above extracts and summarizes the overflow calls for which the desired time zone has not been specified by referring to the information on the overflow calls stored in the overflow call management database. Means for creating an overflow call management table for non-designated customers for a specified time zone, and the callback means is stored in the overflow call management table for non-designated customers for a non-designated time zone when a free operator terminal is created. Based on the information on the overflow call, there may be included means for calling the desired call number of the corresponding overflow call in the order of the overflow call having the highest priority and connecting the corresponding telephone to the idle operator terminal.

  Further, the guidance playback requesting input of the callback required information by the guidance playback means may be performed when it is determined that there is no available operator terminal after a predetermined time has elapsed since receiving the incoming call. When there are a plurality of overflow calls having the same priority, the back means calls the desired call number of the overflow call corresponding to the arrival order of the overflow call and connects the corresponding telephone to the operator terminal in charge of the call. May be.

As described above, according to the present invention, when an overflow call occurs, it represents a desired call number, a desired call date, a desired time zone, and a type of business for a caller. Requests input of required callback information including parameters, and based on the required callback input information, sorts out overflow calls between those with the same call origination date and time zone and requests The priority is set from the parameter indicating the type of the call, the overflow call management table is created for each outgoing date and time period, and when the corresponding outgoing date and time period arrives, the priority stored in this overflow call management table Calls are made to the desired calling number in the order of frequent overflow calls, and the corresponding telephone is connected to the operator terminal in charge of the call. Outgoing date and because the time zone makes it possible to call back to that, the caller requires even if they are not waiting in the vicinity of the sending phones, also, it is easy to take in touch with the call center side of the caller.
In addition, it is possible to call back for overflowing calls in the order of high priority of business (in order of urgency), so it is possible to respond quickly to customers who need to respond quickly. As a result, it is possible to reduce the inconvenience due to the delay in response, and to reduce the degree of feeling that it is difficult to connect, and to improve customer satisfaction.

FIG. 1 is a diagram showing a configuration example of a call center system according to the present invention. FIG. 2 is a diagram illustrating a configuration example of a database, (a) is a diagram illustrating a configuration example of an overflow call management database, (b) is a diagram illustrating a configuration example of a power failure information database, and (c) is a customer ledger database. It is a figure which shows the example of a structure. FIG. 3 is a flowchart showing an operation processing example of the call center system according to the present invention. FIG. 4 is a flowchart showing an example of overflow priority setting processing. FIG. 5 shows an overflow call management table formed by allocating an overflow call for each desired outgoing date and desired time zone with reference to the overflow call management database, and an overflow call without specifying a desired time zone. It is a figure which shows the example with the overflow call management table for the made time zone non-designated customers. FIG. 6 is a flowchart showing an example of processing for calling back an overflow call and connecting to an operator terminal. (A) shows an example of processing for connecting an overflow call to a standby operator terminal, and (b) is a person in charge of transmission. An example of processing for connecting an overflow call to an operator terminal is shown.

  Embodiments of a call center system according to the present invention will be described below with reference to the accompanying drawings.

FIG. 1 shows a configuration example of a call center system according to the present invention.
A user who uses the call center system connects his / her telephone 1 such as a fixed telephone or a mobile phone to the call center 3 via the telephone network 2. The call center 3 includes a private branch exchange 4 connected to the telephone network 2 and a plurality of operator terminals 5 and 6 connected to the private branch exchange 4. Here, the telephone network 2 may be a public telephone network, a mobile telephone network, or an IP telephone network.

  The private branch exchange 4 includes a CTI (Computer Telephony Integration) server (not shown), and among the incoming calls received at the private branch exchange, a call waiting for which the operator terminal cannot be connected even after a predetermined time has elapsed. An overflow call management database 7 storing information related to an overflow call necessary to call back as an overflow call, a power outage information database 8 storing a power outage information list including telephone numbers of customers in the power outage area, and customer telephone numbers A customer ledger database 9 storing customer information such as the presence or absence of payment reminder and the scheduled date of electricity stoppage.

  Here, as shown in FIG. 2 (a), the overflow call management database 7 is a calling telephone obtained by using the calling number notification service provided by the telephone network 2 and the date and time when the customer calls (incoming date and time). Indicates the phone number (incoming number) of the phone, the phone number (desired calling number) for which callback is to be described later, the desired outgoing date for which callback is desired, the number indicating the desired time zone for which callback is desired, and the type of requirement. The number and priority overflow and are stored for each call.

  The desired transmission date is represented by, for example, a four-digit number. If it is July 1, the number 0701 is assigned. The number indicating the desired time zone is “1” if it is 10:00 to 12:00, “2” if it is 12:00 to 13:00, “3” if it is 13:00 to 15:00, and 15:00 to 17 hours. If it is time, “4” is assigned, and if it is anytime, that is, if there is no designation of a desired time zone, “5” is assigned. The number indicating the type of business is “1” if it is related to a power outage or equipment failure, “2” if it is related to accepting a change of home / agricultural power (accepting a farm contract), or payment (collecting). “3” if it concerns, “4” if it relates to power distribution equipment, “5” if it relates to the contract / fee menu, “6” if it relates to meter reading, “9” if it relates to others. "Is assigned to each. The priority indicates that the smaller the number is, the higher the priority is, and it is necessary to deal with it as soon as possible. In this example, the priority is divided into 10 levels of priority 1 to 10.

  In addition, as shown in FIG. 2 (b), the power outage information database 8 includes the contract number, address, customer name, place of use telephone number, payer telephone number, etc. of the customer in the power outage area as the number of the pull-in column. It is stored in association with each other.

Further, as shown in FIG. 2 (c), the customer database 9 includes a meter reading schedule, a contract number, an address, a customer name, a use place telephone number, a payer's telephone number, a receivable date, an accrued amount, and a scheduled stoppage. Customer information such as date is stored in association with each other.
For customers who do not receive payment by the end of a predetermined period from the meter reading date (for example, from the meter reading date to the 50th day), a scheduled stop date (for example, the 57th day from the meter reading date) is set as a payment prompt. Whether or not it is a payment reminder object can be determined based on whether or not this scheduled stop date is set. Further, after the scheduled stop date (the 57th day) has passed since the meter reading date and the power transmission is cut off, it is set to “stopped” when there is no payment.

  In addition to the functions required for the information processing apparatus, the private branch exchange 4 includes an outgoing / incoming call control means, a telephone number acquisition means, an automatic call distribution means, a guidance reproduction means, an overflow call information, as shown in FIG. A storage unit, a table creation unit, a callback unit, a power failure information determination unit, a first priority adjustment unit, a dunning object determination unit, and a second priority adjustment unit are provided.

  The operator terminals 5 and 6 respond to incoming calls and waiting calls, and also to the waiting operator terminal 5 and other overflow calls corresponding to the case of calling back an overflow call with no designation of a desired time zone. On the other hand, it is composed of an operator terminal 6 for a person in charge of calling corresponding to a call back.

  In the following, each of the above-described means of the private branch exchange 4 will be described. Actually, it is embodied by cooperation with hardware resources by a resident predetermined program.

  The outgoing / incoming control means is means for controlling outgoing and incoming calls between the telephone 1 connected to the telephone network 2 and the operator terminals 5 and 6.

  The telephone number acquisition means is means for acquiring the caller's telephone number, and is means for acquiring the telephone number of the caller's telephone using the call number notification service provided by the telephone network 2.

  The automatic call distribution means is means for determining whether or not there is an empty operator terminal among the operator terminals 5 and connecting an incoming call to one of the empty operator terminals when it is determined that there is an empty operator terminal.

When it is determined that there is no empty operator terminal among the operator terminals 5, the guidance reproduction means sends a desired call number for requesting a callback to the telephone 1 that has made a call, and a desired call date for requesting a callback ( For example, 4 digits), a desired time zone for which a callback is desired (any of the numbers 1, 2, 3, 4 and 9 described above), and a parameter indicating the type of business (the aforementioned 1, 2, 3, 3) This is a means for reproducing guidance for requesting input of any of 4, 5, 6, and 9) as callback necessary information.
It should be noted that the guidance reproduction requesting input of the callback necessary information by the guidance reproduction means may be performed when it is determined that there is no available operator terminal even after a predetermined time has elapsed after receiving the incoming call.

  The overflow call information storage means is a priority set on the basis of the callback necessary information input by the caller via the telephone 1 upon receiving the guidance reproduction by the guidance reproduction means and a parameter indicating the type of the message in the information. Is stored in the overflow call management database 7 for each overflow call as information regarding the overflow call.

Here, as a general rule, the priority is set in the order in accordance with the number of the business, but there is a telephone regarding the business related to the power outage / power equipment failure, and the power outage information judging means calls the caller's telephone. When it is determined that the number or the desired transmission number is included in the power failure information list, a higher priority (a smaller number) is set than when it is not included in the power failure information list determination means. It has become.
That is, the power failure information determination means shown in FIG. 1 determines that the parameter assigned to the business related to the power failure / power equipment failure is set as a parameter indicating the type of business, A means for referring to the information database to determine whether or not the caller's telephone number or the desired call number is included in the telephone number of the power outage information list, and the first priority adjustment means is If the power outage information determination means determines that the caller's phone number or desired call number is included in the power outage information list, the caller's phone number or desired call number is included in the power outage information list. It is assumed that a means for setting a higher priority than the case where it is determined that it has not been determined.

In addition, if there is a telephone call regarding payment (collection), and it is determined that the caller's phone number or the desired call number is the same as the phone number that is the subject of payment prompting, the payment prompting target A higher priority (smaller number) is set than when the telephone number does not match.
That is, the dunning object determination means shown in FIG. 1 refers to the customer ledger database when it is determined that the parameter assigned to the payment-related message is set as the parameter indicating the message type. The caller's telephone number or the desired caller number is a means for determining whether or not the telephone number is a payment prompting target, and the second priority adjustment means is a prompting target determination. If it is determined by the means that the caller's phone number or the desired call number is the same as the phone number for which payment is urged, the caller's phone number or the desired call number is eligible for payment It is assumed that the priority is set higher than when it is determined that the telephone number does not match.

  The table creation means refers to the information on each overflow call stored in the overflow call management database 7, and sorts each overflow call among those having the same desired transmission date and desired time zone for callback. This is means for creating an overflow call management table for each desired outgoing date and desired time zone.

  The callback means, when the corresponding outgoing date and time zone of each overflow call management table arrives, corresponds to the order of the overflow call with the highest priority based on the information about the overflow call stored in the corresponding overflow call management table. This is means for making a call to a desired call number for an overflow call and connecting a corresponding telephone to the operator terminal in charge of the call. Here, when the priorities stored in the overflow call management table are the same, a call is made to the desired call number of the corresponding overflow call in the order of arrival of the overflow call, and the corresponding telephone and the operator terminal in charge Should be connected.

  In FIG. 3, an example of an operation process of the call center system according to the present invention is shown as a flowchart. Hereinafter, an example of an operation process of the system will be described based on this flowchart.

  In the processing example shown here, a control program readable by a private branch exchange or each terminal is supplied via a storage medium such as a ROM chip or a CD-ROM, or distributed via a network. This is performed by installing the private branch exchange or each terminal and executing the installed control program.

  First, when a customer calls a call center (S01), the private branch exchange 4 of the call center detects this incoming call (S02), and determines whether there is a vacant operator (S03).

  If it is determined that there is a vacant operator terminal 5, the incoming call is connected to the vacant operator terminal 5 so that a call can be made between the customer and the vacant operator (S04).

  On the other hand, when it is determined that there is no empty operator terminal 5, guidance (for example, “please wait for a while”) prompting the waiting request is given to the customer's telephone (waiting call telephone) 1. Playback is performed (S05).

  The customer who has received this waits as it is, but the private branch exchange 1 monitors whether or not there is a vacant operator until a predetermined time elapses after entering the waiting call state (S06). When the operator terminal is made, the customer's telephone 1 and the vacant operator terminal 5 are connected to make a call between the customer and the vacant operator possible (S03, S04). On the other hand, if it is determined in step S06 that there is no empty operator terminal even after a predetermined time has elapsed, a guidance for confirming whether or not a callback is desired (for example, “if redemption is desired) Is reproduced on the customer's telephone (waiting call telephone) 1 (S07).

  When the customer presses and inputs the confirmation number (S08), the private branch exchange 4 determines whether the pressed number is “1” or “9” (S09), and “9”. If it is determined that the call is not, no further processing is required, so the call is disconnected (S10).

  On the other hand, when it is determined that the pressed number is “1” (when a callback is desired), the incoming call date and time are stored in the overflow call management database 7 and provided by the telephone network 2. The telephone number (incoming number) of the telephone 1 of the customer's caller obtained using the calling number notification service is stored (S11).

  Thereafter, guidance for requesting input of a desired call number for which a callback is desired (for example, “Please enter a phone number for which you want to call again”) is played back to the caller's telephone 1 (S12). When the customer receives this and inputs the desired call number (S13), the private branch exchange 4 stores the desired call number (calling number) in the overflow call management database 7 (S14).

  Also, the private branch exchange 4 sends a guidance (for example, “Please enter the date on which you want to make a call back”) to request the input of the call-out date (desired call-out date) for which you want to call back (call back). 1 is reproduced (S15). When the customer receives this and inputs a desired outgoing date (S16), the private branch exchange 4 stores the desired outgoing date in the overflow call management database 7 (S17).

  Thereafter, the private branch exchange 4 sends an input request guidance (for example, “Please enter the number of the time zone you want to call back”) to the caller's telephone 1 for the time zone you want to call back. On the other hand, reproduction is performed (S18). When the customer receives this and inputs the number of the desired time zone (S19), the private branch exchange 4 stores the number of the desired time zone in the overflow call management database 7 (S20).

  Further, the private branch exchange 4 reproduces a guidance for requesting input of a number indicating the type of business (for example, “Please enter the number of business”) on the caller's telephone 1 (S21). When the customer receives this and inputs a number indicating the type of business (S22), the private branch exchange 4 stores the number indicating the type of the business in the overflow call management database 7 (S23).

  Thereafter, the private branch exchange 4 reproduces the input desired call date, desired time zone, desired call number / message confirmation guidance to the caller's telephone 1, and requests the caller to confirm ( For example, “Please enter“ 9 ”if you wish, or enter“ 1 ”if you want to re-enter” ”(S24).

  In response to this, when the customer inputs a confirmation number (S25), the private branch exchange 4 determines whether the input number is "1" or "9" (S26), and is "1". If it is determined, the data of the number indicating the desired call number, the desired call date, the desired time zone, and the type of business in the overflow call management database 7 is deleted (S25), and the process returns to step S12 and input. Correct (S27).

  On the other hand, when it is determined that the number input by the customer is “9”, a priority to be described later for this overflow call is determined according to a predetermined rule, and this priority is determined based on the overflow call management database 7. (S28). Then, as shown in FIG. 5, referring to the information on the overflow call in the overflow call management database 7 updated as described above, each overflow call is sorted according to the desired outgoing date and desired time zone. The call management tables 1 to 4 are created, and the overflow calls for which the desired time zone is not specified are extracted to create the overflow call management table 9 for the customer who is not designated for the time zone (S29), and then the call is disconnected (S29). S30).

  The overflow call management table is created as described above, and the priority is determined based on the flowchart shown in FIG. Note that the number indicating the priority indicates that the smaller the priority, the higher the priority, and it is necessary to respond quickly.

  First, it is determined whether or not the parameter indicating the type of the message input from the customer's telephone 1 is the number “1” assigned to the message relating to the power outage / power equipment failure (S41). If it is determined that it is “1”, the telephone number (calling number) of the caller or the desired calling number for which callback is desired is referred to the power failure information database 8 and the phone number in the power failure information list. It is determined whether or not they match (S42). That is, it is determined whether the place where the telephone 1 corresponding to the customer's caller or the desired telephone number is installed is in the power outage area, the telephone number of the caller (the incoming call number), or When the desired call number for which a callback is desired is in the power failure information list, it is assumed that it is necessary to respond immediately, so in this case, the priority is set to “1” (S43). ). On the other hand, if it is a business related to a power outage / power facility failure, but the caller's telephone number (incoming number) or the desired call number is not in the power outage information list, the priority is set to “2”. (S44).

  If the number representing the type of business is not “1”, the process proceeds to step S45, and whether or not the parameter representing the type of business is the number “2” assigned to the business related to the change of home or farming electricity reception. If the parameter indicating the type of the message is “2”, the priority is set to “3” (S46).

If the parameter indicating the business type is not “2”, the process proceeds to step S47, and whether the parameter indicating the business type is the number “3” assigned to the business related to payment (collection). Determine whether or not. If it is determined in this step that the parameter indicating the type of business is “3”, referring to the customer ledger database 9, the telephone number of the caller or the desired call requesting the callback It is determined whether or not the number is included in the telephone number of the customer information in the customer ledger database 9 (S48). If it is determined that the number is not included, the priority is set to “6” (S49). ), If it is determined that it is included, it is further determined whether or not the payment of the electricity bill is unpaid and the customer is a payment demanding customer (S50).
In this example, as described above, a customer who does not pay 50 days before the meter reading date is a customer who is scheduled to stop electricity for payment prompting, the power transmission is cut off on the 57th day after the meter reading date, and there is no payment after that. If the customer is determined to be “stopped” and it is determined that the customer is not subject to payment prompting, the priority is set to “6” (S49), but is determined to be subject to payment reminder. If it is determined that the customer has electricity stopped or whether the customer is scheduled to stop today or tomorrow (S51).
As a result, if it is determined that electricity has already been stopped, or the scheduled stop date is today or tomorrow, the customer who is stopped will contact you after payment, or the scheduled stop date is the latest It is assumed that there is no payment method (no transfer form at hand, etc.) or that the contact is made in a hurry because the expected date of suspension is postponed. Priority is set higher (priority is set to “4”) (S52), but the customer is a payment-requiring customer, but electricity is not stopped and is scheduled to stop If it is determined that the day is not the latest, such as today or tomorrow, the priority is set to “5” (S53).

  If it is determined in step S47 that the parameter indicating the type of business is not “3”, the parameter indicating the type of business is represented by the number “4” assigned to the power distribution facility. It is determined whether or not there is (S54), and if it is determined that the parameter indicating the type of business is “4”, the priority is set to “7” (S55).

  If it is determined that the parameter indicating the type of business is not “4”, the process proceeds to step S56, where the parameter indicating the type of business is the number “5” assigned to the business related to the contract / fee menu. It is determined whether or not the parameter indicating the type of business is “5”, the priority is set to “8” (S57).

  If it is determined in step S56 that the parameter indicating the type of business is not “5”, the process proceeds to step S58, in which the parameter indicating the type of business is assigned to the number “ It is determined whether or not it is “6”, and if it is determined that the parameter indicating the type of business is “6”, the priority is set to “9” (S59). If it is determined, the priority is set to “10” since the requirement is “9” (other) (S60).

  Next, an example of processing for performing a callback service for an overflow call will be described using the overflow call management table created for each desired call date and desired time zone created as described above. FIG. 6A shows an overflow call that can be made at any time during which a callback is desired (an overflow call with no designation of a desired time zone) because it can be dealt with when there is a vacancy in the waiting operator. As shown in the figure, when the desired outgoing call date arrives, the private branch exchange automatically extracts one overflow call from the overflow call management table 9 in descending order of priority (low priority number). (S71) and automatically sends the desired outgoing call number of the extracted overflow call (S72). When the callee answers, the telephone corresponding to the desired outgoing call number and an empty operator terminal (the waiting standby operator terminal 5) are displayed. Connect (S73). After that, the priority value on the overflow call management table is set to -1, and it is recorded as a correspondence (S74).

Further, the operator in charge of outgoing calls responds to the overflow call in which the time zone for which the callback is desired is designated, as shown in FIG. 6 (b). When the desired time zone has arrived, one overflow call is automatically extracted in descending order of priority stored in the corresponding overflow call management table (S81), and automatic transmission is made to the desired outgoing call number of the extracted overflow call. If the call destination responds (S82), the telephone corresponding to the desired call number is connected to the operator terminal 6 in charge of the call (S83). After that, the priority value on the overflow call management table is set to -1, and it is recorded that it has been handled (S84).
When there are a plurality of overflow calls having the same priority in the overflow call management table, the overflow calls are extracted in the order of arrival.

  Therefore, according to the above configuration, when an overflow call occurs, a desired call number for a callback, a desired call date for a callback, Input of callback required information including a parameter indicating the desired time zone for requesting a callback and the type of the request is requested, and the callback necessary information input via the telephone 1 of the caller overflows accordingly. An overflow call management table stored in the overflow call management database 7 together with call priorities, and by referring to the overflow call management database 7, an overflow call is distributed among those having the same outgoing date and time zone desired for callback. When the corresponding outgoing date and time zone arrives, the operator responds by calling back in order of priority (the relevant overflow Calling the desired call number of the information and the corresponding telephone and the operator terminal in charge of the call are connected), so the customer who made the call is at the desired call date and time zone on the desired phone (mobile phone or landline) It is possible to receive a callback, and it is not always necessary to wait near the calling telephone. For this reason, even when viewed from the call center side, it is easy to connect to the customer, and it is possible to reduce unnecessary work to be repeated.

  Also, if there are multiple overflow calls on the same desired outgoing date and desired time zone, the connection order with the operator terminal will be determined according to the priority (urgent level) of the business, so respond quickly. This makes it possible to quickly respond to customers who need the service, reduce inconvenience due to delays in response, reduce the degree of difficulty in connection, and improve customer satisfaction.

DESCRIPTION OF SYMBOLS 1 Telephone 2 Telephone network 3 Call center 4 Private branch exchange 5 Waiting operator terminal 6 Calling person's operator terminal

Claims (6)

A call center system comprising a private branch exchange connected to a telephone network, an operator terminal connected to the private branch exchange, and an overflow call management database storing information on overflow calls,
The private branch exchange is
Outgoing and incoming call control means for controlling outgoing and incoming calls between the telephone connected to the telephone network and the operator terminal;
A telephone number acquisition means for acquiring a caller's telephone number;
Among the operator terminals, it is determined whether there is an empty operator terminal, and when it is determined that there is an empty operator terminal, automatic call distribution means for connecting an incoming call to any of the empty operator terminals;
When it is determined that there is no free operator terminal, a desired call number for requesting a callback, a desired call date for requesting a callback, a desired time zone for requesting a callback, and Guidance playback means for playing back a guidance requesting input of required callback information including a parameter indicating the type of message,
The overflow call management database using the callback necessary information input via the telephone and the priority set based on the parameter indicating the type of the business in the information as information on the overflow call for each overflow call Overflow call information storage means for storing
A table for creating an overflow call management table in which each overflow call is assigned to each desired outgoing date and each desired time period with reference to information related to the overflow call stored in the overflow call management database. Creating means;
When the corresponding desired call origination date and desired time zone arrive, the desired call number of the overflow call corresponding to the order of the overflow call having the highest priority based on the information regarding the overflow call stored in the corresponding overflow call management table A call center system comprising call back means for making a call and connecting a corresponding telephone and an operator terminal in charge of the call. A power outage information database storing a power outage information list including telephone numbers of customers in the outage area;
The parameter representing the type of the requirement includes a parameter assigned to the requirement relating to the failure of the power outage / power facility,
The private branch exchange is
When it is determined that a parameter assigned to the business relating to the failure of the power failure / power facility is set as a parameter representing the type of the business, the caller is referred to with reference to the power failure information database. A power failure information determination means for determining whether or not the desired call number is included in the power failure information list telephone number;
When it is determined by the power failure information determination means that the caller's phone number or the desired call number is included in the power failure information list, the caller's phone number or the desired call number is 2. The call center system according to claim 1, further comprising first priority adjustment means for setting the priority higher than when it is determined that the power failure information list is not included. A customer ledger database that stores customer information including each customer's phone number, whether or not payment is requested, and the scheduled date of electricity stoppage;
The parameter indicating the type of the business includes a parameter assigned to the business related to payment,
The private branch exchange is
When it is determined that a parameter assigned to a payment-related business is set as a parameter representing the type of business, referring to the customer ledger database, the telephone number of the caller, or A dunning object determination means for determining whether the desired call number matches a telephone number that is a dunning payment object;
If it is determined by the dunning object determination means that the caller's phone number, or the desired call number matches the phone number that is the payment dunning object, the caller's phone number, or The apparatus further comprises second priority adjustment means for setting the priority higher than when it is determined that the desired call number does not match the telephone number that is a payment reminder target. The call center system according to claim 1 or 2. The second priority adjustment means includes:
If it is determined that the caller's phone number or the desired call number matches the phone number for which payment is urged, whether the scheduled stop date of electricity has passed or the scheduled stop date Means for determining whether or not
When it is determined that the scheduled stop date of electricity has passed or is close to the scheduled stop date, it has been determined that the scheduled stop date of electricity has not elapsed and is not closest to the scheduled stop date 4. The call center system according to claim 3, further comprising means for setting the priority higher than the case. The table creating means refers to the information on the overflow call of each overflow call stored in the overflow call management database, extracts an overflow call for which the desired time zone has not been specified, and collects and summarizes the call. Including means for creating an overflow call management table for designated customers;
The callback means, when a free operator terminal is made, based on the information on the overflow call stored in the overflow call management table for the non-designated customer for the time period, the overflow corresponding to the order of the overflow call with the highest priority. The call center system according to any one of claims 1 to 4, further comprising means for calling the desired call number of a call and connecting the corresponding telephone and the idle operator terminal.   When there is an overflow call with the same priority, the callback means calls the desired call number of the overflow call corresponding to the arrival order of the overflow call and connects the corresponding telephone and the operator terminal in charge of the call The call center system according to any one of claims 1 to 5, wherein

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